Overview
Browser push notifications enable operators to receive real-time alerts for new conversations, assigned messages, and other workspace events directly through their browser, even when the Support Portal dashboard is not the active tab. Ensuring push notifications are properly configured is critical for maintaining response time SLAs and operational awareness.
Operational Objective
Configure your browser's notification permissions to allow the Support Portal dashboard to deliver push notifications for workspace events.
Configuration by Browser
Google Chrome
- Select the three-dot menu in the upper-right corner and navigate to Settings.
- Navigate to Privacy and security > Site Settings > Notifications.
- Verify that Sites can ask to send notifications is enabled.
- To explicitly permit notifications for your Support Portal instance, select Add under the Allow section and provide your Support Portal dashboard URL.
Alternatively, while on the Support Portal dashboard, select the padlock icon in the address bar, then select Site settings and adjust the Notifications permission to Allow.
Mozilla Firefox
- Select the menu button (three horizontal lines) and navigate to Settings.
- Navigate to Privacy & Security.
- Under Permissions, locate Notifications and select Settings.
- Verify that the Support Portal dashboard URL is listed with Allow status. If not present, ensure Block new requests asking to allow notifications is unchecked so that the permission prompt is presented.
Safari (macOS)
- Select Safari in the menu bar and navigate to Preferences.
- Select the Websites tab, then select Notifications.
- Locate your Support Portal dashboard URL and set the permission to Allow. Verify that Allow websites to ask for permissions is enabled.
Microsoft Edge
- Select the three-dot menu in the upper-right corner and navigate to Settings.
- Navigate to Cookies and site permissions > Notifications.
- Verify that Ask before sending is enabled.
- To explicitly permit notifications for your Support Portal instance, select Add under the Allow section and provide your Support Portal dashboard URL.
Alternatively, while on the Support Portal dashboard, select the padlock icon in the address bar, then select Permissions for this site and set Notifications to Allow.
Expected Behavior
Once push notifications are enabled, operators will receive browser-level alerts for workspace events such as new conversation assignments, incoming messages, and mention notifications. Notifications appear regardless of whether the Support Portal dashboard tab is currently active.
Additional Resources
For detailed browser-specific notification documentation, refer to the following vendor resources: